Viewer Support

Welcome to the GridNetworks Support Center. Here you will find some hints for solving problems you might be experiencing while viewing content from one of our customers or from our demo site.

Help with Downloading

Why do I need to download something?

The biggest challenge to watching a full-screen, high quality video from the Internet is reducing problems associated with delivering the data through the Internet connection. Even though you may have enough bandwidth available on your local connection, all of the other connections back up to the content server have an effect, too. The GridCasting service gets around this by carefully managing the connection between you and the content you want to watch. We do this with our connector – the little piece of software that your content provider is asking you to download and install. The content provider has enlisted our help to make your viewing experience the best it can be. Once downloaded and installed you can enjoy full-screen, HD quality video from any site that uses the GridCast Connector. It is 100% spyware, adware, malware, and virus free and you only have to download it once.

I pushed the download button and nothing happened. What now?

If you are using Firefox, it is possible that you have downloads set to happen in the background. If you miss the notice that the download is complete you won’t know that it happened. Look in the location where Firefox is configured to save downloads and you should see the GridCast setup program. Just double click on that setup program, the GridCast Connector will be installed and you will be ready to watch videos.

System Requirements

We recommend the following minimum system requirements in order to enjoy the best possible Internet Television experience.

For Windows XP Users

• 32-bit Windows XP SP3 with all current updates applied. . (64-bit Windows versions are not currently supported)
• Pentium III or better processor
• At least 512MB of RAM (1GB or more recommended)

For Windows Vista Users

• Any 32-bit version of Windows Vista with all current updates applied
• Pentium IV or better processor
• At least 1GB of RAM (1.5GB or more recommended)

For Mac OS X Users

• Mac OS X 10.4 (Tiger) or above
• At least 512MB of RAM (1GB or more recommended)
• G4 or higher processor
• Flip4Mac (free download) is necessary to watch Windows Media content (http://www.flip4mac.com/wmv_download.htm)

Other Requirements

• Internet Explorer 6 or higher or Firefox/Mozilla 1.5 or higher.
• Windows Media plug-in (free download) for Firefox/Mozilla might be required (http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx)
• Broadband/high speed Internet connection (DSL or Cable) with a download speed of at least 800kbps (higher download speeds are required for higher bitrate content). You can check your speed here: http://www.speakeasy.net/speedtest)
• Current versions of Windows Media or Adobe Flash

Browser Settings

JavaScript needs to be enabled. There are different steps depending on your browser of choice:

Internet Explorer 6

1. Choose Internet Options from the Tools dropdown menu
2. Click Security
3. Click the Custom Level button
4. Scroll down and click the Enable button under Active Scripting
5. Click OK
6. You may need to restart Internet Explorer

Internet Explorer 7

1. Choose Internet Options from the Tools dropdown menu
2. Click Security
3. Click the Custom Level button
4. Scroll down and click the Enable button under Active Scripting and Scripting of Java Applets
5. Click Ok and then Yes again on any confirmation prompts
6. Click Ok
7. You may need to restart Internet Explorer

Firefox 2 and 3

1. Choose Options from the Tools menu
2. Click the Content button
3. Check the box next to Enable JavaScript
4. Click Ok
5. Restart Firefox

Safari 2 and 3

1. Choose Preferences from the Safari menu
2. Click the Security button
3. Check the box next to Enable JavaScript
4. Close the Preferences window
5. Reload the page

FAQ

Q: Why does my video playback become slow or jittery?

A: This can happen if there are extreme fluctuations in available bandwidth or if your computer has a very high processor or disk load. If your Internet connection speed falls below the minimum required for a certain video for too long, you may experience times of slow or jittery playback or the player may tell you that it is “buffering”. The only way to fix this is to watch a lower bitrate video or wait until your Internet connection speeds up.

Q: Why doesn’t Windows Media video play in Firefox or some of the controls don't work as expected?

A: You may need to install the latest Windows Media plug-in for Firefox. http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx.

Q: What am I downloading and installing?

A: When you download and install the GridCast software you are installing a small software application that manages your connection to media servers on the Internet. It works by orchestrating the delivery of content from multiple sources and then compiling them together in the right order so you can enjoy high quality video.

The connector also supports delivery of content to and from other viewers who may have watched the same thing or have the same content as you are watching. Rest assured, the connector shouldn’t slow down your machine’s or your Internet connection’s performance and the software is 100% spyware, adware, malware and virus free.

Q: Why am I seeing pixilated video?

A: It is likely that the video was prepared using low bitrates which results in low quality and may look pixilated or blocky. Content providers use lower bitrates in order to support viewers with slower Internet connections. If the content provider has made multiple bitrates available the GridCast service will select the best match for your bandwidth.

Uninstalling the GridCast Connector

Windows XP and Vista

Simply use Add/Remove programs to remove the software (Programs and Features in Vista)

1. Choose Control Panel from the Start menu
2. Choose Add or Remove Programs (or Programs and Features in Vista)
3. Select Gridcast
4. Click Remove
5. Follow any on screen instructions

Mac OS

Choose Finder

Open the Applications folder

Open the Gridcast folder

Double click Gridcast Uninstaller.pkg

Follow any on screen instructions

Q: How do I run a speed test of my internet connection?

A: Go to http://www.speakeasy.net/speedtest

Contacting Support

If you have further questions after reviewing this FAQ, send us an email from our contact page. Please include as much information as possible and at a minimum which piece of content you were viewing, browser type, operating system, and a way to contact you.